Challenges with student’s registration processes at the Durban University of Technology : a case study of Midlands campuses of Riverside and Indumiso

Abstract

In recent times, student protests over the challenges relating to registration have become rampant in South Africa. Consequently, the development often disrupts academic programmes. The implication of the above is the constant loss of time needed by the students to concentrate on their academic studies and its consequences on the quality of services. The study examined the challenges associated with students’ registration processes and how it moulds the perceptions and expectations of the students in terms of service delivery at the Midlands Campuses of the DUT. This study followed a mixed method for data collection and analysis. The questionnaires were distributed to 360 students and interviews were conducted with four staff members of the Student Administration Department of the Midlands campuses of Indumiso and Riverside. The researcher used descriptive statistics based on data collected by using Statistical Package for the Social Sciences Software (SPSS version 2.0) to analyse the quantitative data. The data that emerged from the interview were deductively coded with the aid of software (NVIVO version 12). The quantitative factor loading reveals a strong loading above the recommended value of 0.5 while the confirmatory Factor Analysis (CFA) revealed a good fit in the model. However, the findings from the students indicated that Student Administration staff were not exactly meeting the desired and expected registration services. The SERVQUAL dimensions indicated gaps of 0.58 in reliability, responsiveness, and empathy. The qualitative analysis discovered several registration challenges, including NSFAS late payments, which affected late account clearance for registration, incorrect module selection for registration, and incorrect biographical information capturing. It was recommended that the Student Administration Department of Indumiso and Riverside campuses should endeavoured to bridge the gap identified by SERVQUAL dimensions. The department should improve communication services to students. On-time NSFAS payment and student account clearance was recommended to avoid delays and challenges during registration. Proper creation of academic structure from the system was recommended to avoid incorrect module registration. Student biographical information should be always up to date to improve communication with students.